Does your help-desk speaks english?

We can see the quality of an IT department by looking at their service desk.
It is clear that service isn't important for a department when it has:

  • High help-desk employee turnover rate
  • Temporary employees
  • Low levels of training
  • High ratio of employee to managers

But the worst for the users is when agents don't speak the language. User support is a communication role, not a technical role. Customer service skills are twice as important a technical skills for satisfaction. Yet, we still see IT departments that hire agents that can barely speak english.This is a major cause of frustration and dissatisfaction amongst users.The short term benefits of hiring sub-par agents are quickly lost. The increased number of calls, reduced credibility and loss of business value remain long after.

Posted on June 27, 2014 and filed under blog.